Mgr Applications

Job Summary

The IT Application Manager - Customer Service is responsible for the overall management and strategic oversight of the organization's Contact Center as a Service (CCaaS) platform. This role focuses on maintaining, optimizing, and evolving the contact center technology to deliver exceptional customer service experiences, enable operational efficiency, and support business growth. The manager will lead efforts to identify and implement AI and automation capabilities to streamline operations, enhance agent productivity, and improve customer engagement. The manager will collaborate closely with IT teams, business stakeholders, and operational leaders to ensure seamless system performance, effective integration with enterprise applications, and alignment with organizational goals and customer service strategies.

Job Description

JOB RESPONSIBILITIES:

• Provide leadership and direction to a team of professionals responsible for managing application.
• Set clear goals, objectives, and performance expectations for the team.
• Coach, mentor, and develop team members, enabling their professional growth.
• Oversee day-to-day operations of assigned applications, ensuring reliability, performance, and security.
• Collaborate with product owners, business analysts, and stakeholders to define and prioritize the product roadmap and deliverables.
• Establish and enforce application governance practices, including change management, release management, and documentation.
• Monitor application performance, availability, and scalability, taking proactive measures to optimize performance and minimize downtime.
• Identify and implement optimizations, upgrades, and configurations to enhance system efficiency and functionality.
• Act as a liaison between IT and other business units, facilitating effective communication and understanding.
• Coordinate with IT teams and stakeholders for smooth project execution and post-launch support.
• Identify opportunities to enhance existing applications or introduce new technologies to drive business efficiency and innovation.
• Work with business intelligence and analytics teams to generate meaningful reports and insights on customer interactions, system usage, and performance metrics.
• Foster a culture of continuous improvement within the team, encouraging innovative ideas and process enhancements.
• 10% domestic travel is expected for this role.

QUALIFICATIONS:

Education

• Bachelor's degree in computer science, Information Technology, Business Administration or related field.

Relevant Work Experience

• 5-10 years of overall IT experience, with at least 3-5 years specifically in contact center technologies.
• Hands-on experience managing CCaaS platforms (e.g., Genesys Cloud, NICE inContact, Amazon Connect, Five9, Cisco UCCE/UCCX, Avaya).
• Experience with telephony infrastructure, SIP, VoIP, call routing, and network performance related to voice systems.
• Familiarity with CRM integrations (e.g., Salesforce, Microsoft Dynamics 365) within the contact center environment.
• Understanding of IVR design and implementation, call flows, and digital engagement (chat, email, SMS, social).
• Experience with workforce engagement tools - WFM, QM, analytics dashboards.
• Experience with automation, RPA, or AI/virtual agents in the contact center.
• Familiarity with compliance/security frameworks relevant to voice/data handling (e.g., PCI, HIPAA, GDPR).

Preferred Qualifications

• Prior experience leading cross-functional teams, including vendor partners, system integrators, and internal support teams.
• Proven ability to run IT operations for a contact center - ensuring uptime, performance SLAs, and issue resolution.
• Experience managing project delivery, including upgrades, migrations, or new feature rollouts.
• Budget planning and license/contract/vendor management related to contact center systems.
• Experience collaborating with business stakeholders to translate service goals into technical solutions.
• Exposure to contact center KPIs - ASA, AHT, FCR, CSAT - and how technology impacts these.
• Excellent problem-solving, communication, and stakeholder management skills.

DISCLAIMER

All duties and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This position description in no way states or implies that these are the only duties to be performed by an employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor(s)/manager(s).

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

$134,000.00 - $201,000.00 Annual

The actual salary will vary based on applicant's location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.

We're dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.